Refund Policy
Version 1.0 · Effective date: 18 August 2026 · gi-machinery.com/refund-policy
1. What this policy covers. It describes the procedure for refunding money under orders placed through the Platform. The grounds for refunds are established by the Client Service Terms and the Cancellation Policy; this Policy defines the mechanics: how, where, within what timeframes and with what documents money is returned. In case of conflict, the Client Service Terms prevail (order of precedence — clause 3 of the Terms of Use). Time limits are calculated by UAE time (GST, UTC+4).
2. When the right to a refund arises. Refunds are made in the cases established by the Client Service Terms and the Cancellation Policy, including:
- cancellation before equipment delivery — to the extent exceeding the withholdings under the Cancellation Policy;
- early termination — for shifts after the termination date, with recalculation at the rate scale of the Invoice-Agreement where applicable;
- non-performance of the order where replacement is impossible — in full for the unperformed part (clause 21.4 of the Terms of Use);
- late delivery and technical stoppages — in the amount of the recalculation under the work report;
- a shift stopped by the Operator due to weather — for the time not worked;
- an order pause — for full shifts of the pause, refunded or credited at your option;
- force majeure — for everything not provided;
- the Company declining an order after payment — 100%;
- amounts overcharged or paid in error — in full, including double payment of one invoice;
- partial payment of an invoice: no order arises upon partial payment, and the amount received is refunded in full.
We do not take security deposits. The only possible withholdings are those provided for by the Cancellation Policy and the Client Service Terms; no "frozen" amounts beyond the order price exist.
3. How a refund is initiated.
- Refunds arising from cancellation, termination, replacement, pause and recalculations are calculated automatically and shown to you before you confirm the relevant action; no separate application is required.
- In other cases, send a request in the order chat or to [email protected] with the order number. Monetary claims — under clause 24 of the Terms of Use ([email protected]).
4. Timeframes.
| Stage | Timeframe | Who controls it |
|---|---|---|
| Decision on a refund requiring review | up to 3 business days from receipt of the request | Company |
| Decision on a refund that is the subject of a monetary claim (dispute over amounts) | within the claim-procedure timeframes — clause 24 of the Terms of Use | Company |
| Initiation of the refund after approval (or automatic calculation) | within 1 business day | Company |
| Crediting to a card after initiation | usually 5–10 business days; some banks — up to 30 days | issuing bank |
| Crediting by bank transfer | 1–3 business days | banks |
We are responsible for our own timeframes — the decision and the initiation. Crediting times are determined by the banks and the payment scheme; on request we provide confirmation of the refund initiation (transaction reference).
Refunds are made in the full amount due — payment provider and acquiring fees incurred by us are not deducted from the refund.
Set-off of debt. Confirmed and undisputed debt under your other orders — for example, unpaid overtime under a work report — may be deducted from the refund amount. An itemised calculation is shown before the refund is made; disputed amounts are not set off (clause 20 of the Client Service Terms).
Unclaimed refunds. If a refund is impossible for reasons on your side — details not provided, the recipient's bank rejects the credit — we notify you, and the funds are held until claimed; no interest accrues on them. You may request payment at any time by providing correct details.
5. Where the money is returned. The refund is made to the original payment method: to the card used for payment; to the bank account from which the transfer was received.
- Refunds to a different card or account are not made — this is an anti-money-laundering requirement, not our discretion.
- If the original method is unavailable — the card or account is closed — the refund is made by bank transfer to the account of the paying company upon its written request with details and confirmation of the closure of the original method.
- If the order was paid for by a third party (a parent or affiliated company), the refund goes to the payer, not the Customer: money returns to where it came from.
- Refunds are made in UAE dirhams (AED) — the currency of the charge. Exchange differences and your bank's conversion fees are outside our control and are not compensated.
Protection against detail substitution. A request for a refund to details other than the original payment method is accepted only from the authorised channels of the order (clause 7 of the Terms of Use) and undergoes additional verification; in case of doubt we suspend the refund and contact you via previously confirmed channels. We never ask you to provide payment details by telephone on our own initiative; be wary of such requests made in our name.
6. Tax documents. If a tax invoice was issued for the order, upon a refund we issue a Tax Credit Note for the refund amount in accordance with UAE VAT law — you receive it by the same means as the tax invoice, simultaneously with the initiation of the refund. For VAT-registered Customers, the credit note is the basis for adjusting input VAT.
Amounts are reflected in the credit note according to their nature: services not provided are reversed together with VAT; services provided — mobilisation, worked shifts — remain invoiced with VAT; withholdings that constitute compensation of actual costs (not payment for services) are not subject to VAT.
7. Partial refunds. In the case of partial cancellation, recalculation or withholdings, the refund is made for the difference; an itemised calculation — what was withheld and on what ground — is shown in the order chat and included in the credit note.
8. Coupons and discounts. Discount coupons and credits applied to a cancelled order are reinstated for use in future orders if their validity period has not expired. Coupons and credits are not redeemable for money: only the amount actually paid is refunded.
9. Payment disputes (chargeback). If you consider a charge erroneous, contact us first — most issues are resolved faster than through a direct request to the bank (clause 17 of the Client Service Terms). A chargeback in circumvention of the claims procedure, where the service was actually provided, does not release you from payment; the work report, completion certificate, meter readings and correspondence are provided to the bank.
If you have initiated a chargeback, a voluntary refund of the same payment is suspended until the dispute is resolved in the payment scheme — running both in parallel would result in a double payout. After the dispute is resolved, we refund the remaining amount due, if the ground still stands.
10. What is not a refund. Crediting a payment to another shift or order (at your option in the case of a pause, replacement or rescheduling) is not a refund: the money remains on the order, the timeframes of this Policy do not apply to the credit, and you may at any time request a monetary refund instead of the credit if the ground still stands.
11. Honesty and good faith. The Company is guided by the principles of honesty and good faith: a refund is the performance of an obligation, not a gesture of goodwill, and we do not make it conditional on the withdrawal of claims or the signing of waivers.
12. Language. This Policy is drawn up in English; the English version prevails. By contacting us and continuing to deal with us, you confirm a sufficient command of English or that you have obtained a translation; insufficient command of English is not a ground for challenge.
13. Versions. The version number and effective date are at the bottom of the page; the version archive with SHA-256 checksums is at gi-machinery.com/legal/versions/. The version applicable to an order is the one specified in the Invoice-Agreement.
14. Contacts. WORLD FIRST FZCO (GI Machinery), Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, UAE. [email protected] · claims: [email protected] · dispatch desk: +971 58 577 4115.
Contact
WORLD FIRST FZCO (trading as GI Machinery)
Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates
IFZA License 46921 · TRN 104660176900001
Dispatch line (06:00–22:00):
+971 58 577 4115
· E-mail:
[email protected]
Country of domicile: United Arab Emirates
Version 1.0 · Effective date: 18 August 2026 · gi-machinery.com/refund-policy · version archive